Refund due to be paid

I had accredit a card from African Bank for an amount of R2000, the repayment was R250 P/M, the account was settled maybe in 2012, but the Bank carried on deducting an amount of R250, this did bother me because I knew I was accumulating a negative credit towards my card, so I will always have money to my disposal. This started bothering me when I was asked to renew my card and certain documents were needed by the bank. I did go to the branch and documents were sent, but the head office denied having received the documents, then I received an sms stating that my account does not meet FICA requirements, I was asked to send documents again, and I did go to the nearest branch and documents were sent, but head office refused the receipt of the documents. I then forwarded the colour scanned documents myself and then they told me, documents were too dark and they cannot help me. I told them that since the renewal of my card seems to be impossible, they must just refund me then with the excess amount on my account. they then forwarded my query to ***** division investigators. My question is why are they not paying me my money instead of forwarding it to ***** division. I need my money.